TaisToledo Team Leadership 2 Asst 1

Part A – Case Study (PC1.1, PC1.2, PC1.3, PC1.
4, KE1)
Select an organisation of your choice or an organisation you are currently working for. You are the
Sales & Marketing Manager for your chosen organisation and have 3 team members working with
you to achieve different goals and objectives for the department. Based on the organisation that
you have chosen, answer the following questions.
Question 1 (PC1.1):
a. Describe the common objectives for your team.
Sales growth and more team revenue.
b. Describe the responsibilities of each team member.
Team Member 1 - Create engaging publicity for various platforms in social media.
Team Member 2 - Expand pricing policies
Team Member 3 - Sales monitoring and reporting to the Sales and Marketing Manager
c. Explain the desired outcomes that are expected from each team member.
Team Member 1 - Increased commitment in social media
Team Member 2 - To meet consumer/customer requirements
Team Member 3 - To avoid sales revenue failure
Question 2 (PC1.2):
Develop a performance plan for any one of your team members.
Must achieve an increase in sales for the following month. Including the increase of social media
engagements in any social media platforms. Developing the pricing strategies to achieve monthly
sales income.
Question 3 (PC1.3):
What strategies would you put in place to ensure team members showcase ‘above the line’
behaviour?
Acknowledge the hard work of each team. Keep solid contacts in the team. Adequate communication.
Question 4 (PC1.4):
It is important for a team leader to plan ahead; explain what would you do if
a. a team member goes on unplanned leave or is absent,
b. a team member is not performing well,
c. a team member decides to leave.
As a team leader, you have to constantly plan in advance if one of your teams fails to accomplish the task or
unplanned leave or is missing: always have an enhancer in your team, to replace the absence in order to prevent
work delays. Always inspired your team to perform excellent and work hard as a team on the job.
Question 5 (KE1):
For the organisation that you have chosen, describe the organisational requirements
relevant to the workplace teams, including:
a. workplace policies,
b. code of conduct,
c. organisational reputation and culture,
d. relevant legislations.
To fulfil the objectives of the team, it is essential for a team to have its goals, vision and task. Every member of the
team is treated fairly. The company's policy to implement and follow.
This study source was downloaded by 100000786436774 from CourseHero.com on 08-27-2023 18:23:26 GMT -05:00
A20034 Team Leadership 2 | BSB40520 Certificate IV in Leadership and Management | Assessments v1.0
Young Rabbit Pty Ltd (ABN 28 003 381 182) trading as Australian Pacific College RTO Code: 90396 | CRICOS Provider Code: 01331F | © 2021
https://www.coursehero.com/file/164493792/TaisToledo-Team-Leadership-2-Asst-1docx/
Part B – Case Study (PC2.1, PC2.2, PC2.3, PC2.4, KE2, KE3)
Question 1 (PC2.1, PC2.2):
The senior management of your organisation has asked you to increase sales by
15% this quarter. Write an email to your team members to communicate the same
and also remind them of the following:
• common objectives (identified previously under part a),
• responsibilities (identified previously under part a),
• different tasks that each team member is supposed to perform to achieve this new goal.
Provide instructions to complete the tasks.
From: Tais Toledo

To:
Date: 09/06/2021
Subject:
Dear Team,
To fulfil the objectives of the team, it is essential for a team to have its goals, vision and task.
Every member of the team is treated fairly. The company's policy to implement and follow.
Best Regards,
Tais Toledo
Question 2 (PC2.4):
What opportunities exist for your team to collaborate with each other and with
external stakeholders?
This allows external stakeholders to discover early flaws in the team. To minimise misunderstanding, be
consistent in decision-making. From the beginning of cooperation, we should create confidence.
Question 3 (PC2.3):
As a team member, what would you do in the following scenarios:
a. In one of your team meetings, you could sense some argument between
team members. What would you do?
Be your team's pacificator and halt them argue that they can cool each other before they resume
their meeting.
b. A new team member, who is an Aboriginal and Torres Strait Islander, has
joined the team. How would you facilitate the team to ensure that the needs of
all your team members are being met?
In order to avoid misunderstandings, the extremely crucial duty is to communicate well in the team. Give
them several assignments and monitor the status of the assignment you have given them each time.
Question 4 (KE2):
Describe different methods and styles that you use to communicate with your
team members.
As a technique of communicating with my team members, I employ group discussions or meetings.
In a team this approach we may develop new ideas and share our expertise with the team. This
strategy is really effective.
Question 5 (KE3):
How would you communicate with individuals who:
a. are from a different culture,
b. have special needs/disabilities.
The fundamental technique to interact with them is to accept their ideals, since they are different, they can never
invalidate their sentiments. Be open-minded and welcome your recommendations. It is possible that we have diverse
cultures with particular needs/disabilities, and that we yet have the same objective in one team.
–END–
7
Assessment 2
BSB40520
Qualification
Certificate IV in Leadership and Management
Subject Team Leadership 2
Part A: Case Study
Assessment method
Part B: Case Study
Weighting 50%
BSBXTW401
Unit of Competency
Lead and facilitate a team
******IMPORTANT******
The following table summarises the relationship between the Assessment and Performance
Criteria (PC) and Performance Evidence (PE) outlined in the rubric.
Questions in the
Performance Criteria (PC) & Performance Evidence (PE)
Assessment
4.1 Measure team member performance against agreed work Part A: Question 1
plans
4.2 Provide timely and constructive performance feedback to Part A: Question 2
team members according to expected organisational standards (a, b)
4.3 Identify specific learning and development opportunities to Part A: Question 3
improve team and individual performance and behaviours (a)
4.4 Implement action plans to address individual and team Part A: Question 3
training needs (b)
3.1 Provide coaching to staff to enhance workplace culture Part B: Scenario 1
3.2 Support individuals according to organisational requirements Part B: Scenario 1
to work towards common team goals
3.4 Use problem-solving skills to deal with any team, task or Part B: Scenario 2
individual challenges
3.3 Facilitate team to identify, brainstorm, report and resolve Part B: Scenario 3
task-related issues and inefficiencies
ThisYoung Rabbitwas
study source Ptydownloaded
Ltd (ABN 28
by003 381 182) trading
100000786436774 asCourseHero.com
from Australian Pacific College RTO
on 08-27-2023 Code:GMT
18:23:26 90396 | CRICOS Provider Code: 01331F | © 2021
-05:00
8
Part A – Case Study (PC4.1, PC4.2, PC4.3, PC4.4)

In this assessment, you are the Call Centre Manager for the Sunshine Call centre based in
the Gold Coast. Sunshine Call Centre is an inbound call centre which means call centre
representatives answer calls that come to them, and there are no sales activities happening
at the moment.
Revenue for the call centre is generated by service agreements that the call centre has with
different customers. At the moment, Sunshine call centre has 3 service agreements with
Medibank, Telstra and Bendigo bank.
As the manager of a call centre, it is your responsibility to manage, guide and lead a team
of 6 call centre representatives. 2 representatives serve each client. Here is a detailed
description of the call centre staff.
Call Centre Representative Client

Aaron Kite
Medibank
William Jake
Kate Rogers
Telstra
Stefanie Mills
Krishna Dixit
Bendigo Bank
Andrusha Sviatopolkovich
Each team member has to ensure that each call should not take more than 5 minutes. After
every call, customers are given the opportunities to rate the service. The following is the
data for the second quarter of the year 2020-2021.
Call Centre Total calls answered Average time per Average Customer
Representative (per day) call Rating over 5
Aaron Kite 96 4.75 mins 4.5
William Jake 79 5.25 mins 4
Kate Rogers 110 3.00 mins 4
Stefanie Mills 93 4.65 mins 4.7

Krishna Dixit 99 4.9 mins 4.8
Andrusha
125 2.5 mins 2
Sviatopolkovich
Some of the comments that you received as a part of the customer survey have been
summarised below.
Aaron Kite
Customer 1: Helped me very well and answered all my questions patiently, thank you.
Customer 2: Very pleasant and bubbly, was a pleasure speaking to Aaron
This study source was downloaded

A20034 Teamby 100000786436774
Leadership from CourseHero.com
2 | BSB40520 onLeadership
Certificate IV in 08-27-2023 and
18:23:26 GMTManagement
-05:00 | Assessments v1.0
9
William Jake
Customer 1: Answered all questions but took some time, kept me on hold several times
Customer 2: Seemed very confused, but eventually I got what I wanted
Kate Rogers
Customer 1: Excellent, very well helped and guided me
Customer 2: Thanks Kate for the help you provided
Stefanie Mills
Customer 1: Wonderful job, very well guided me and didn’t take that long
Customer 2: Amazing, very quick, pleasant and so helpful
Krishna Dixit
Customer 1: Amazing service, very helpful
Customer 2: Helped me with all my queries quickly and was very pleasant
Andrusha Sviatopolkovich
Customer 1: Was very rude
Customer 2: Didn’t answer the query properly, was in a hurry.
Question 1 (PC4.1):
What would you comment about the performance of each of your team members?
Question 2 (PC4.2):
a. List the team members who you think need improvement
b. Write emails to these team members giving them constructive feedback on how to
improve.
(Hints: You can use the following email template)
From: <Put your email address here>

To: <Put the email address of your team member>
Date: <Insert the date when you are working on this assessment>
Subject: <Insert the subject of your email>
<Write the body of your email>
Best Regards,
<Your name>
<Designation>
Question 3 (PC4.3, PC4.4):

a. Outline what professional development courses/certifications or any learning and
development opportunity you would recommend for the individual team members.
b. How will you ensure that team members take up these certifications?

A20034 Teamby 100000786436774
10
Part B – Case Study (PC3.1, PC3.2, PC3.3, PC3.4)

Scenario 1 (PC3.1, PC3.2):
This year Sunshine Call Centre’s revenue dropped down significantly, and also Bendigo
Bank has decided to cancel the service agreement as they plan to hire staff to manage all
inbound calls. Considering this series of events, the CEO at Sunshine Call Centre decided
to start an outbound call service where the call centre representatives would be making
cold calls to sell a certain product or service to customers.
Most of the call centre representatives have experience in managing inbound calls but not
outbound calls.
Required:
Write an email to all the team members:
• explaining the different challenges that they may face with this new change,
• coaching/supporting them on how they can overcome these challenges.
(Hints: You can use the following email template)
From: <Put your email address here>

To: <Put the email address of your team member>
Date: <Insert the date when you are working on this assessment>
Subject: <Insert the subject of your email>
<Write the body of your email>
Best Regards,
<Your name>
<Designation>
Scenario 2 (PC3.4):
After the change has been made to have outbound calls from Sunshine Call Centre, the
Business Development Manager was able to secure 2 more clients, namely Optus and Youi
Insurance. You have suggested the following work plan for the team.
Call Centre Representative Client Call Type
Aaron Kite Medibank, Optus Inbound Calls
William Jake Medibank, Youi Insurance Inbound & Outbound Calls
Kate Rogers Telstra Inbound Calls
Stefanie Mills Telstra, Optus Inbound & Outbound Calls
Krishna Dixit Optus, You Insurance Outbound Calls
Andrusha Sviatopolkovich Optus, Youi Insurance Outbound Calls
11
Your team members tried the above plan for a month, and some of the team members are
not happy with this plan. Below are the issues that they faced.
Aaron Kite
Aaron finds it very difficult to manage inbound and outbound calls for 2 companies, he
feels that he isn’t trained enough and doesn’t have enough product knowledge. He feels
burdened and wants to quit.
William Jake
Youi Insurance is not happy with William’s quotes as the quotes that he sends out
are mostly wrong. This has created a lot of trouble for Youi because customers are
complaining about the wrong quotes.
Kate Rogers
Workload has increased and Kate Rogers has realised that the workstation ergonomics
is not good. It has had an impact on her physical health, also an increased workload has
affected her mental health.
Stefanie Mills
Stefanie has faced a lot of unethical behaviour from customers who she cold calls. She
feels upset and feels terrible.
Required:
As a team leader, you are required to explain what you would do to ensure that all these
challenges are appropriately addressed.
Scenario 3 (PC3.3):
After three months of performance based on the ideas suggested by you for the above
problems, the team seems to be running more smoothly. You now want to develop targets
for the team. You have called upon a meeting and want to discuss with them the targets
that they can handle.
Required:
What facilitation techniques would you use to ensure that the team comes up with
achievable targets?
–END–

A20034 Teamby 100000786436774
Powered by TCPDF (www.tcpdf.org)

TaisToledo Team Leadership 2 Asst 1

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

TaisToledo Team Leadership 2 Asst 1

Uploaded by

Copyright:

Available Formats

Part A – Case Study (PC1.1, PC1.2, PC1.3, PC1.

From: Tais Toledo

Part A – Case Study (PC4.1, PC4.2, PC4.3, PC4.4)

Call Centre Representative Client

William Jake 79 5.25 mins 4

Kate Rogers 110 3.00 mins 4

Stefanie Mills 93 4.65 mins 4.7

This study source was downloaded

From: <Put your email address here>

<Write the body of your email>

Question 3 (PC4.3, PC4.4):

This study source was downloaded

Part B – Case Study (PC3.1, PC3.2, PC3.3, PC3.4)

From: <Put your email address here>

<Write the body of your email>

Call Centre Representative Client Call Type

Aaron Kite Medibank, Optus Inbound Calls

William Jake Medibank, Youi Insurance Inbound & Outbound Calls

Kate Rogers Telstra Inbound Calls

Stefanie Mills Telstra, Optus Inbound & Outbound Calls

Krishna Dixit Optus, You Insurance Outbound Calls

Andrusha Sviatopolkovich Optus, Youi Insurance Outbound Calls

This study source was downloaded

You might also like